EXIN SIAMP 問題集

質問 1：
The SIAM model in ZYX has been successfully implemented and operational for 6 months All service providers have signed up to multi-party service level agreements and a detailed collaboration agreement. All providers are either using or interfacing with the common ITSM tool.
NETSCO is providing all LAN and WAN services across the group Although NETSCO is consistently achieving all of its service levels and attends all necessary meetings. NETSCO is not contributing to the overall relationship with the other service providers.
The service integrator wishes to address this problem with NETSCO
What action should the service integrator take?
A. There is nothing that the service integrator can do as NETSCO is meeting all of the contracted service levels .
B. Hold a meeting with NETSCO to discuss why they are not engaging in the cultural elements of the contract
C. Do nothing immediately as it is still early in the contract but monitor the contributions from NETSCO.
D. Reinforce the need for positive cultural engagement from all service providers at the next service provider forum.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 2：
Project NEWGEN was completed against demanding timescales Because of time pressures, ZYX reduced the scope for testing of the end-to-end processes.
-SIAMRUS is the service integrator and also provider of the service desk for the SIAM ecosystem
-ZYXS is the internal service provider for NEWBNK, which is hosted by OUTSCO
-NETSCO provides the wide area network connecting the OUTSCO data center to the banks using NEWBNK.
Since the transition to SIAM, users of NEWBNK have experienced a significant increase in the time taken to fix incidents The ZYX sales team is now experiencing resistance from customers who were expected to migrate to NEWBNK This is affecting the planned rollout of the new application The ZYX sales team has told the customers that the issues were caused by the providers to ZYX not working together, and not the NEWBNK application itself.
What is the best approach for SIAMRUS to improve the situation?
A. Implement a new customer marketing campaign focusing on the benefits of NEWBNK and stress that the issues are temporary and will be resolved M|
B. Design and implement a program of organizational change management and skills training with each service provider and measure the success of it
C. Implement Lean systems thinking in each provider to review and optimize the procedures, eliminating waste within the internal activities of the providers
D. Use the process forums to mao analyze and improve the end to end processes assigning specific activities to appropriate mdividuals
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 3：
The transition to SIAM was completed 12 months ago using a big bang approach. ZYXS is the service integrator The ZYX Board of Directors set a strategic vision for SIAM to gam control over changes to all IT services within 2 years This is not being achieved and there are issues with the performance of several service providers.
Who should be in the service review board?
A. . The ZYXS IT Director (chair)
B. The service improvement process owners from each of the service providers
C. . The ZYXS service improvement manager (chair)
D. . The CAF and the ZYXS Service Management and Service Desk Lead (chair) - The change managers from each of the service providers
E. The senior representative from each of the service providers
F. The service delivery directors from each of the service providers
G. . The ZYX CEO (chair) and the ZYXS IT Director
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 4：
What is unlikely to be included in the outline business case for NEWGEN?
A. Measurements of benefits
B. Boundanes of responsibilities
C. Procedures from internal providers
D. Proposed future services
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 5：
ZYX is initiating their NEWGEN SIAM transition project As part of the early planning, ZYX identifies key activities and milestones that must be included in the project plan.
What would be the best approach for ZYX to take in designing their SIAM governance framework?
A. Define a framework of formally appointed governance boards with clearly documented terms of reference to act as decision making bodies, made up of representatives from all divisions of ZYX
B. Update the responsibilities of the IT Steering Group to include responsibility for ensuring that the SIAM ecosystem is implemented in accordance with defined plans and objectives
C. Establish a working group with representation from all ZYX divisions to review existing policies and practices, then define a framework of policies, standards processes, roles and structural elements
D. Ensure that the future service integrator's contract includes responsibility for establishing a governance framework that describes how the SIAM ecosystem will be managed and operated
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 6：
ZYX has experienced a failure in their finance system leading to the delay of an invoicing run, a resulting temporary cash flow problem, and a breach of the service level for the end-to-end service.
Investigations show that this was caused by a change implemented by NETSCO A change request had been raised but not yet authorized As the NETSCO engineer thought it was urgent, they implemented the change without following the appropriate change processes to obtain authorization.
What is the most appropriate course of action the service integrator should take?
A. introduce a service level target on changes implemented outside of the change control process
B. inform the management of NETSCO and let them deal with it as an operational matter
C. Create a service improvement initiative for the treatment of emergency changes
D. Impose service credits on NETSCO to compensate for the service level failure
正解：C
解説: (Topexam メンバーにのみ表示されます)